Western Region Speaking Tour -- Selecting ITSM Software Vendor

Purchasing software in 2010 involves new ways of look at licensing, delivery and your customer experience. The ITSM market space has more vendors today than ever before with new organizations coming
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Purchasing software in 2010 involves new ways of look at licensing, delivery and your customer experience. The ITSM market space has more vendors today than ever before with new organizations coming to market each day. ITIL has commoditized software solutions themselves. When every vendor has an incident module how do you tell the difference anymore? Are 14 certified process levels enough or too much? What does the new OGC certification scheme mean and how does an organization leverage social media to vet their vendor choice. Welcome to 2010, the world is yours, choice wisely.
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AgendaFUD Shields ActivatePick of the Litter – The DemoPick of the Litter – The AftermathSecond Guess YourselfI Now Pronounce You Chuck & LarryConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com

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Who Do You Think You Are?Started as a Help Desk Tier One 1990Moved to Help Desk ManagerFrontRange HEAT & ITSM ConsultantIntegrations Product Manager for Service Desk & Desktop Management ToolBusiness Development / Thought Leadership TouchpaperFounder ServiceSphere

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ServiceSphereInvoke the IT support customer experience to embrace the social support journey.

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ZendeskFounded 1997Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.SaaS, Customization, and Quick To Start Using“Our life is frittered away by detail. Simplify, simplify!”– Henry David ThoreauNot Your Traditional Vendor, but a Community!One More Thing….

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HootSuiteFounded 2008Social DashboardScheduling, Team and Stats!Integration into zendesk!!!!One window to your support discussion.One More Thing

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The NeedConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comAnalyze Your NeedOut of MaintenanceSoftware for the sake of softwareLeadership ChangeITIL Kool-AidBefore you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic

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The WarningConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comNo matter how good the decision, some one will no be happy.This will be a political processes so check your egos at the doorRemember, Vendors need you. It’s a buyers Market; NOW, more than ever.Consider bringing in a specialist to help guide you through the process of selection.

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The WarningConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com"I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.

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Searching – Trade ShowsConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comStand back and watchTalk to AttendeesBooth Size = To the Lack of One on One AttentionDon’t use your work email in registration

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Searching – Industry PeerConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comAttend Local User GroupsSubscribe to NewslettersTalk to AttendeesGet active in forums and leadership in local groups.

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Pick of the Litter – The DemoConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comCreate your own scriptScript 3-4 average scenarios in your environment.Do NOT go by the standard demo.The Demo ExplorationDuring the scenarios, ask for a change that was not mentioned in the script.Make That ChangeEveryone can make changes to the systems, ask for that change to be there after a closure of the system.

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Pick of the Litter – The DemoConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comRecord the demo if possible.Give the presenters at least 30 minutes to setup.Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories.Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor.Core Product Gottcha!Be on the watch for good cop / bad cop.

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Pick of the Litter –The AftermathConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comSPOCBeware of ReferencesRemember that BIG NAMES usually have multiple service desks.Ask to Speak to a customer that is in the middle of an implementation.Ask to audit for a day, education (priceless).

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Pick of the Litter –The Aftermath – Part 2Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comVisit an installationCreate a Proof of Concept for Last Two VendorsDo not over buy, the modules will be there laterInterview technical consultantsTAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!

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I Now Pronounce YouChuck & LarryConfidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.comInvest Time in running dual systemsInvest Time Marketing The “NEW” Service Desk to the entire organization.News LetterPromotions and ContestsSigns and BannersTake Time For YouThis decision is good for 24 months! (Just Kidding)